CX Journey

JULY 7, 2015

One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. This is key to avoiding that "exercise in futility" mentality or outcome.

Exercises 208

Exercises Touchpoint Roadmap Call Recording 208

Promoter.io

DECEMBER 15, 2016

The post A Statistical Exercise, NPS is Not appeared first on Promoter.io

Exercises 80

Exercises NPS Survey Customers 80

Who's Your Gladys?

MAY 17, 2016

This simple exercise creates lasting changes in the way your team thinks and acts with customers. The post A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys! They get to hear how their peers handle tough situations. They get to collaborate and practice new ways of approaching tough situations and share what they do that works. appeared first on Who's Your Gladys?

Exercises 152

Exercises Loyalty Customer Service Customer Service Training 152

Maz Iqbal

JANUARY 19, 2015

What Is The Access To And The Source Of Mastery In The Exercise Of Human Centred Leadership? 2014 is behind us in a manner of speaking and we are in the first month of 2015.

Exercises 72

Exercises Leadership Travel Meeting 72

Maz Iqbal

DECEMBER 6, 2014

On the other hand, if you find yourself in that ‘place’ and looking for an access to being effective in the exercise of change leadership then I invite you to listen – really listen and grapple with these words of wisdom: Position is everything. Just about every one of us (as a human being) sucks at relationship, at experience design, at calling forth engagement, at change, and at the exercise of leadership due to the neglect of this radical truth.

Exercises 64

Exercises Leadership Travel System 64

Kate Nasser

NOVEMBER 17, 2015

Hot Topics and New Bits Teamwork Baby Boomer cross diversity exercise Gen X Gen Y generations multi-generational office silent generation success team building workplaceHere's a proven approach fr The People Skills Coach™ to team building across generations.

Leadership 106

Leadership Exercises Innovation 106

Up Your Service

DECEMBER 1, 2015

Uplifting Service book book discussion guide management alignment reader's guide Service Culture study guide teambuilding exerciseUplifting Service Group Discussion Guide.

Groups 52

Groups Hotels Exercises Engagement 52

Service Untitled

JANUARY 7, 2014

There are a number of actionable exercises after each chapter and frequent references to academic studies that provide additional context for those who are interested in finding them. Gallagher, Book Reviews Customer Service Experience Exercises/Resources This year, we decided to give copies of To Sell is Human: The Surprising Truth About Moving Others by Daniel H. Pink (signed by the author himself) to all of our employees at A Small Orange as part of our holiday gift package.

Sales 49

Sales Exercises Consulting Study 49

Service Untitled

MARCH 26, 2012

” about everything, even the things that seem obvious, is an exercise worth doing. Culture Exercises/Resources Little Things, Big Differences

Leadership 59

Leadership Exercises User Experience Resources 59

Service Untitled

JULY 16, 2012

Book Reviews Culture Customer Service Exercises/Resources Little Things, Big DifferencesI just finished reading Roadmap to Revenue : How To Sell The Way Your Customers Want To Buy ( Amazon.com link ).

Roadmap 57

Roadmap Exercises Sales Social Media 57

Service Untitled

FEBRUARY 18, 2011

Behind the Scenes Exercises/ResourcesCheck sheets (or tally sheets) are one of the seven management tools that organizations use to gather information to help monitor and improve quality.

Exercises 52

Exercises Data Tools Examples 52

Service Untitled

JUNE 2, 2011

Behind the Scenes Exercises/Resources Little Things, Big DifferencesI saw a commercial today for an exterminating company that advertised the ongoing training their employees receives.

Advertising 54

Advertising Exercises Training How To 54

Forrester's Customer Insights

AUGUST 14, 2018

Journey mapping can be an energizing and eye-opening exercise in customer empathy. As advisors to B2B CX and Marketing Leaders in the Forrester Leadership Boards (FLB), we come along on many journey mapping “journeys”.

B2B 121

B2B Exercises Leadership Measurement 121

Service Untitled

APRIL 7, 2011

Behind the Scenes Exercises/Resources Little Things, Big DifferencesImproving what we do and how we do it is an important part of business strategy. As organizations develop and grow, there is any number of improvement opportunities along the way. Opportunities can be related to business processes like the accounting function, a manufacturing process or a service process aimed to improve the customer experience.

Policies 41

Policies Measurement Exercises Tips 41

Service Untitled

JUNE 4, 2009

Home About Service Untitled Subscribe for Free Consulting Contact Archives Call Your Competitors Douglas June 04, 2009 Behind the Scenes , Customer Service , Exercises/Resources 1 Comment Here is something you can do to make your company more competitive in about 10 minutes. Service Untitled The blog about customer service and the customer service experience.

Exercises 40

Exercises Customer Experience Call Center Metrics 40

MaritzCX

NOVEMBER 11, 2015

One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. Stop falling prey to fad diets when it comes to your CX outcome metrics. The end of the calendar year is around the corner. View Article

Metrics 267

Metrics Exercises 267

MaritzCX

NOVEMBER 10, 2015

One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. Stop falling prey to fad diets when it comes to your CX outcome metrics.

Metrics 260

Metrics Exercises Healthcare 260

MaritzCX

NOVEMBER 10, 2015

One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. Stop falling prey to fad diets when it comes to your CX outcome metrics.

Metrics 260

Metrics Exercises 260

The Upsell

SEPTEMBER 4, 2017

And to connect with people, it’s important to understand it’s an emotional exercise and it’s always taken personally. Relationships: Personal, business and customer are all the same.

Exercises 174

Exercises Connections Customer relationships Customers 174

Who's Your Gladys?

APRIL 4, 2016

Customer service is like exercise – do it right, and you see results. It’s simple. But there’s nothing easy or convenient about it. If it was, everyone would have six-pack abs and a stellar customer-focused culture. Want to pass the customer focus fitness test?

Exercises 175

Exercises Culture Customer Focused Customer Service 175

Who's Your Gladys?

FEBRUARY 4, 2015

Customer service is like exercise – do it right, and you’ll see results. It’s that simple. Though, simple and easy aren’t always a package deal. If it was, everyone would have six-pack abs and a stellar service culture. Want to pass the customer service fitness test?

Exercises 207

Exercises Customer Service How To Culture 207

CustomerGauge

DECEMBER 20, 2016

Did you really exercise four times a week this year? How often do you keep your New Year’s resolution? Come on, be honest! Or skip the desserts and that end of day cigarette? Shh, I won’t tell. Get on with your bad self.

NPS 96

NPS Exercises 96

Kerry Bodine

MARCH 14, 2018

Our signature two-day bootcamp is jam packed with content and exercises that will answer these questions: Why are customer journeys (and journey maps) important? One recent attendee called our journey mapping bootcamp “an MBA on steroids.” On May 16 & 17, join us in the heart of Chicago to find out why. What makes journey maps effective? How can you create journey maps? How can you use journey maps?

Exercises 120

Exercises Customer Journeys Strategy Brands 120

CloudCherry

DECEMBER 28, 2017

I have been told that this was the FIRST major brainstorming exercise at CloudCherry since inception that I played no role in. One shot, no retakes, no script – just to capture the ‘real time’ recap of what the whole exercise’s outcome had been.

Exercises 238

Exercises Video System Sales 238

Who's Your Gladys?

DECEMBER 2, 2014

Coffee keeps me functioning and my dogs keep me walking, aka getting the exercise I need to stay healthy. Two things that are extremely important to me are coffee and walking my dogs. Unfortunately, over the last few months, both my coffee maker and my walking shoes have given me major trouble. Customer Service Dissatisfied customer Lori Jo Vest Who''s Your Gladys? customer service article customer service training defective product returns

Policies 165

Policies Exercises Customer Service Customer Service Training 165

Heart of the Customer

JUNE 7, 2018

Engagement Lead Kathleen Hoski led us in an exercise to review our past journey maps, discussing and aligning on best practices. We held an offsite today. As our team expands, it’s important to connect and learn from each other, and this was one of those rare opportunities.

Exercises 78

Exercises Connections Engagement Customer Journeys 78

iPerceptions

MARCH 28, 2018

But beyond getting some physical exercise, it turned out to be the perfect prologue to the keynote on Day 1 of the Summit – Become an Experience Maker. This year, my Adobe Summit experience started off a little differently. I went hiking. With the opportunity to take in the natural beauty of Red Rock Canyon, the experience was sensational, to say the least.

Exercises 63

Exercises Customer Experience Customers 63

Wired and Dangerous

SEPTEMBER 8, 2015

It started with an exercise for a senior living client. We tried an exercise that asked people to talk about what it felt like to be a best friend and to create a best friend relationship.

Exercises 211

Exercises Connections Customers Customer Experience 211

Vision Critical

NOVEMBER 1, 2018

Generally speaking, you can quickly send out a quantitative activity and have the analysis done in a fraction of the time it would take to do a qualitative exercise. Star filtering and editing of comments allows you to rapidly find and select what’s relevant to you for your reporting exercise.

Feedback 156

Feedback Exercises Analysis Advertising 156

Kerry Bodine

NOVEMBER 22, 2017

And of course, you’ll get to hang out with us for two whirlwind days of discussion, hands-on exercises, and our favorite workshop supply—sticky notes! We’ve been getting multiple requests over the past few weeks about our 2018 journey mapping workshop schedule.

Exercises 156

Exercises Tips Course Customer Journeys 156

QuestionPro Audience

DECEMBER 4, 2017

Currently, almost half of all American adults have one or more chronic health condition, which often arises due to unhealthy living, poor diet, little to no exercise and stress. The wearable technology market is growing at a rapid pace, with 1 in 5 Americans owning a wearable tech device.

Technology 279

Technology Exercises Healthcare Fashion 279

QuestionPro Audience

JULY 12, 2018

81% of millennials exercise, or would like to, compared to only 61% of baby boomers. This niche targets exercise-specific concerns and the products boast about “sweat resistant” and “workout ready” attributes. .

Trends 212

Trends Exercises Consumers Industry 212

Kayako

OCTOBER 19, 2018

In the long run such exercises will always keep your team on their toes and will also push them to improve and develop skills on the job in order to perform better and achieve the goals you set.

Tips 151

Tips Exercises Meeting Tools 151

Kerry Bodine

JUNE 13, 2017

When I was in grad school, we did an exercise where we designed a particular experience for both the Pope and a drug dealer. We didn’t do any “customer” research for this, natch, but the general principles of the exercise were similar to the idea of designing for extreme customers.).

How To 197

How To Exercises Banking Travel 197

CX Advantage Walker

APRIL 10, 2018

At the recent Qualtrics X4 event, we took a group of about 40 B2B CX professionals through a self-evaluation exercise. I hate to be the bearer of bad news, but as Steve Walker says in our bonus 10 Traits Recap podcast episode, “it would take a pretty special brand of unicorn.” And guess what? Continue reading. The post Why you’ll never be <del>a unicorn</del> great at all 10 CX traits appeared first on CX Advantage.

Exercises 52

Exercises B2B Groups Brands 52

SuiteCX

APRIL 13, 2017

Should it be a simple/agile exercise or a deep study? One of our most frequently asked questions is: How to approach experience mapping? This video of a recent webinar addresses a few of the questions we have heard over the years: What business aspects should you address using journey mapping efforts? Is it meant for strategy or problem solving? Do you have any examples of how it might work? What skills/tools do you need to do this type of work? Pitfalls to be aware of in any approach.

Exercises 100

Exercises Video Study Tools 100

Myra Golden

DECEMBER 13, 2018

I do an exercise in my workshops using a 12-foot pole. People find this exercise hard. I don’t think that most people get that there are only two functions in a company. You’re either serving customers, or you’re serving someone who serves customers.

Exercises 64

Exercises Tips How To Company 64

Myra Golden

APRIL 26, 2018

Within seconds, the group learned that this exercise was anything but simple. We spent the rest of the workshop discussing the exercise. We jumped into the exercise without asking Myra questions, and we didn’t try to strategize together.

Exercises 70

Exercises Groups Communication Strategy 70

Kerry Bodine

SEPTEMBER 26, 2016

And of course, you’ll get to hang out with us for two whirlwind days of discussion, hands-on exercises, and our favorite workshop supply—sticky notes! Join us for a hands-on customer journey mapping workshop in the heart of San Francisco!

Customer Journeys 156

Customer Journeys Customer Experience Exercises Tips 156

Kerry Bodine

SEPTEMBER 26, 2016

And of course, you’ll get to hang out with us for two whirlwind days of discussion, hands-on exercises, and our favorite workshop supply—sticky notes! Join us for a hands-on customer journey mapping workshop in the heart of San Francisco!

Customer Journeys 156

Customer Journeys Customer Experience Exercises Tips 156

C3Centricity

JULY 26, 2018

However, from my own personal experience, there are a number of additional success factors that need to be met in order to guarantee the most actionable scenario planning exercises. If you have never done the exercise before, it may seem daunting at first.

Competitive Advantage 174

Competitive Advantage How To Advertising Exercises 174

Kerry Bodine

SEPTEMBER 23, 2015

And of course, you’ll get to hang out with us for two whirlwind days of discussion, hands-on exercises, and our favorite workshop supply—sticky notes! Join us for a hands-on customer journey mapping workshop in the heart of San Francisco!

Customer Journeys 181

Customer Journeys Customer Experience Exercises Tips 181

Kerry Bodine

JULY 11, 2017

Maybe a customer doesn’t understand the instructions for a new exercise, so we model how it works…then forget to stop modeling. Later in the exercise, we circled back to that sticky note about the upcoming sale email and it turns out I’d gotten it wrong.

Customer Insights 225

Customer Insights Customer Experience Exercises Touchpoint 225